Stop Firefighting and Start Preventing Escalations

Leverage customer sentiment, urgency and 40 other signals to predict escalations

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40

%

Reduction in Customer Escalations

35

%

Reduction in Operational Expense

50

%

Reduction in Mean Time To Resolve (MTTR)

World’s 1st Intelligent Customer Escalation Prevention Engine

Predictive Intelligence with Prescriptive Recommendations

See escalations before they happen and take immediate action.

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Manage every customer escalation in a powerful kanban board.

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Leverage the power of industry-tuned NLP to see exactly where customer interactions escalate.

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Machine Learning Feedback Loop

Fine-tune the prediction engine to your specific needs by providing feedback via an intuitive UI. Machine learning models will automatically adapt to your needs based on your feedback.

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Intelligent Case Assignment

Leverage an ensemble of patent-pending AI and NLP techniques to determine the right support engineer for any given case and at any given stage to quickly reduce the potential impact of an escalation.

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Escalation Workflows

Track escalations by customer account. Identify the engineering and product issues associated with the escalations. Add and edit escalation notes and share progress.

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Case Sharing

Share case details with your engineering or customer success teams. Enable collaboration between cross-functional teams. Create slack channels for escalations with a simple drag and drop.

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Track Escalations

Understand what is driving customer escalations. Identify patterns and slice and dice the data by region, priority, or any one of your case fields.

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Reduced Customer Escalations by 40%

“Our collaboration with SupportLogic has leveled up our customer support experience and has resulted in a 40% reduction in escalations.”

Chad Singleton

Vice President of Support Readiness

How Nutanix Reduced Their Escalations

40

%

Reduction in Escalations

90

+

NPS

97

%

csat

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